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Overview

8x8 Virtual Contact Center now offers extensive historical data that helps contact center supervisors and managers to understand the performance of agents and queues in contact center.

VCC Analytics is a web-based tool that provides enterprise-level analytics and democratization of information that can be used to make highly-informed business decisions. This suite of services delivers easy-to-use, customizable, and rapid insights into the historical and real-time information associated with contact center agents, queues, and channels. Granular details are available from a highly scalable data platform, and can be viewed in a graphical or tabular format on any device. The reports can also be exported into Excel or CSV for further evaluation and archiving.

8x8 VCC Analytics is a new-generation tool that extracts raw contact center metrics and presents data in easily comprehensible visual charts.

Features

Important: 8x8 VCC Analytics coexists with the legacy reporting engine accessed from Agent Console. The detailed reporting is currently available in the legacy engine.

 


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